Dispatcher/Service Coordinator -Technical Support #8929
Bowes IT Solutions
Position Overview
We are seeking a highly organized and service-minded Dispatcher/Service Coordinator to serve as the operational hub between our clients and technical team. This role is primarily responsible for service coordination, ticket triage, prioritization, and technician scheduling to ensure timely and effective service delivery. The ability to resolve basic Level 1 technical issues is a secondary responsibility and will be utilized when appropriate. The ideal candidate demonstrates strong judgment in prioritizing work based on business impact, client urgency, and team capacity — not simply on a first-come, first-served basis.
Core Responsibilities
Service Triage & Prioritization
- Review and triage incoming service tickets
- Assess priority based on:
- Business impact to the client
- Scope and severity of the issue
- Number of users affected
- Client-designated urgency
- Internal technician availability - Balance end-user self-prioritization with overall business impact and resource constraints
- Escalate critical issues immediately
- Ensure high-impact problems are addressed with urgency
Dispatch & Scheduling
- Assign technicians based on:
- Skillset appropriate for the task
- Current workload
- Availability and time sensitivity - Adjust schedules dynamically as priorities shift
- Maintain visibility of all open tickets and prevent stagnation
- Coordinate follow-ups and ensure closure
Client Communication
- Serve as a consistent liaison between clients and the technical team • Provide clear status updates and manage expectations
- Conduct post-service follow-ups
- Maintain documentation of client preferences, nuances, and environment details
Technician Coordination
- Confirm clarity of scope before dispatch
- Ensure tickets contain complete and actionable information
- Monitor job progress and documentation quality
- Identify workflow inefficiencies or recurring service gaps
Basic Level 1 Support (Secondary Responsibility)
- Resolve simple service tickets when appropriate, such as:
- Password resets
- Account unlocks
- Basic workstation troubleshooting - Properly document and close resolved tickets
- Escalate issues beyond scope or skill level
Qualifications
- 1–2 years in service coordination, helpdesk, customer support, or similar role
- Foundational technical literacy (basic IT troubleshooting knowledge preferred)
- Strong organizational and multitasking ability
- Excellent communication skills
- Ability to make sound prioritization decisions under pressure
- Professional and client-focused demeanor
Key Attributes for Success
- Strong situational judgment
- Ability to assess business impact quickly
- Calm under pressure
- Structured and process-oriented
- High accountability
- Service-focused mindset
- Comfortable balancing competing priorities
Performance Metrics (KPIs)
- Accuracy of ticket prioritization
- Response time for high-impact issues
- Technician utilization rate
- Reduction in ticket stagnation
- Client satisfaction feedback
- Follow-up completion rate
Why This Role Matters
This position ensures that the right issues are addressed at the right time by the right people. By applying business-impact-based prioritization rather than simple chronological order, this role directly protects client operations and improves overall service quality.
Employment Help Centre (EHC) job board does not utilize any artificial intelligence (AI) in screening of job postings.
Should you believe a job posting to be fraudulent, please contact our Executive Director at probertson@employmenthelp.org
